Mediation
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The document discusses mediation techniques for resolving conflicts. It outlines a mediation model that involves problem recognition, setting ground rules, defining the problem, generating alternatives, reaching an agreement, and follow up. It provides tips for active listening skills, asking open-ended questions, focusing on feelings, and setting time limits. The document also presents sample ground rules for mediation and scenarios to discuss roommate conflicts that RAs may encounter.
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Conflict management
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